Report Reveals Customers’ Increasing Preference for Omnichannel Experiences

Consumers around the world are increasingly comfortable engaging with enterprises across a variety of digital channels and this preference is only growing, with email, SMS and in-app messages becoming more popular.

In fact, 61% of consumers revealed that receiving communications on the wrong channel leads to frustration with a company. To better understand this preference for omnichannel experiences, Smart Communications surveyed business leaders and consumers from around the globe. The findings are compiled in a new report and include:

  • Consumers’ increasing expectations are outpacing business’ ability to meet them
  • Omnichannel experiences aren’t just a nice to have, they are a need to have
  • Consumers are clear on the importance of trust – and what matters most to them
  • While consumers overwhelmingly prefer digital, business’ cloud adoption lags
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